Zoom Video Communications, Inc.

Zoom Communications, Inc.

Yongxiang Dai

Xu Hua Li

Fengkai Zhang

Lin Sun

Shaohua Li

Yong Yang

Hongjian Zhao

Kaifeng Zhang

Load balancing is maintained for communication sessions using session initiation protocol (SIP) processes between multiple active session zones in a first datacenter and a standby session zone in a second datacenter. In the event of a failure at a first active session zone at the first datacenter, a failover to the second active session zone at the first datacenter is performed such that there are no interruptions in the active sessions. In the event of a failure at both active session zones at the first datacenter, a failover to the second datacenter is performed.

Load balancing using multiple active session zones

The distribution of incoming queries to a customer interaction center agent group is parallel processed amongst agents of that group to improve queue wait times. A threshold number of queries that may be processed by agent devices associated with the agent group at a given time are defined based on a number of agents of the agent group that are available at the given time. In response to determining that the number of queries is satisfies the threshold number of queries based on the number of agents that are available at a current time, a number of queries awaiting processing are distributed to one or more agent devices of the agent group. The threshold number of queries may be based on half of the number of agents that are available at the given time.

Distributing queries to agent group devices

Communications service programs (e.g., packet-switched phone and conferencing software with recordings and voicemail) are enabled to process user data files using custom encryption methods, where the existing service programs should migrate to work with the encrypted data files. A framework is introduced between application and system layer for replacing the major file routines to apply user file encryption routines in a manner that is transparent for existing service programs without requiring re-compiling.

File encryption layer

A computer stores packets from a first device at a first buffer. The computer decodes the packets to obtain decoded packets at a decoder. The computer encodes encoding the decoded packets to obtain encoded packets at an encoder. The computer transmits the encoded packets from the encoder to a storage unit. The computer fetches the encoded packets from the storage unit using a second buffer. The computer causes a transmitter to transmit the encoded packets from the second buffer to a second device.

Packet processing at a computer

Limiting query distribution within an agent group

The number of agents to which incoming queries to a customer interaction center agent group may be distributed is limited based on skip criteria. The skip criteria is defined based on information associated with agent devices, such as locked status of a device, in-memory status of a client application at the device, or whether a telephone number provisioned for use with the device is from an external public switched telephone network. Agents which fail to satisfy the skip criteria are excluded from distributions of queries to improve wait times for customer interaction center users. Thus, queries are distributed from a queue to agents which satisfy the skip criteria.

Limiting query distribution within an agent group based on skip criteria

Active-active standby is maintained for communication sessions using session initiation protocol (SIP) processes between two active session zones in a first datacenter and a standby session zone in a second datacenter. In the event of a failure at a first active session zone at the first datacenter, a failover to the second active session zone at the first datacenter is performed such that there are no interruptions in the active sessions. In the event of a failure at both active session zones at the first datacenter, a failover to the second datacenter is performed.

Active-active standby for real-time telephony traffic

A server processers received real-time transport protocol packets from a first device to obtain sequentially ordered packets at a first buffer. The server decodes the sequentially ordered packets to obtain decoded packets at a decoder. The server encodes the decoded packets to obtain encoded packets at an encoder. The server transmits the encoded packets from the encoder to a storage unit. The server fetches the encoded packets from the storage unit at a first interval using a second buffer. The server transmits the encoded packets from the second buffer to a second device at a second interval.

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Hefei, China

Yongxiang Dai